Sunday, November 11, 2012

LPG : Consumers Questions/Answers (FAQ's)

1) What is meant by Preferred Time Delivery? How is it different from normal home delivery?

Normally LPG cylinders are delivered based on your booking in serial order on first come first serve basis. No separate provision for refill delivery as per your convenient day and time is provided. Under Preferred Day and Time Delivery, you can now choose the service to receive the cylinder at home on the day and time of your choice at a cost. The day and time slots fixed for the delivery and the charges for the service are given below:

Time Slot

Charges per delivery in Towns with population of ten lakh and above

Charges per delivery in other Towns

Before 8 AM

Rs.50

Rs.40

8AM to 11 AM

Rs.25

Rs.20

11 AM to 3 PM

Rs.25

Rs.20

3 PM to 6 PM

Rs.25

Rs.20

6 PM to 8 PM

Rs.50

Rs.40

Only Saturday/Sunday (8 AM to 6 PM)

Rs.25

Rs.20

2) What are the options available for me as a preferred time customer?

You can make your choice from any of the following three options:

Preferred Time Customer: You can prefer a time on any day starting from Monday upto Friday. Such a choice indicate that you are ready to accept the cylinder on any day from Monday to Friday on the fixed time slot specified above. If you miss the delivery , distributor will deliver on the next day same time.

Preferred Day and Time Customer: You can also make a choice of selecting a day in addition to time. Which means you are is ready to accept only on the specified day and time. Even if you miss the day and time next delivery will be next week same day and time.

Saturday/Sunday Preferred Customer:You can prefer either Saturday or Sunday any time indicating that you are ready to accept the cylinder either on Saturday or Sunday as per the preference any time from 8AM to 6PM.

3) Do I get a cylinder on my immediate next preferred day and time of my booking?

You may undertake simple checks at the time of your refill receipt :- LPG cylinders are subsidized and hence are delivered on first come first served basis. Hence you will not receive the cylinder out of turn. After your call matures, the supply will be made to you on next preferred day and time. For example if you are a preferred time customer, you will receive the cylinder next day on the preferred time slot after your call matures. For example if you are a 8AM to 11 AM preferred time customer and have booked your refill on Saturday 1st of June. But on that day distributor was delivering cylinders booked by customers on 25th day of May. After your call matures, say on Wednesday 5th June, you will receive the cylinder on same Wednesday between 8 AM and 11 PM. However if you are a preferred day and time customer of Monday and your booking matures on Wednesday 5th June, you will receive the cylinder only on 10th June, Monday.

4) Is this facility available with all distributors in India?

The facility is now available with all distributors of Indianoil Corporation Limited(Indane) customers in Mumbai, Kolkata, Delhi, Chennai, Bangluru, Hyderabad and Pune and also outskirts of these cities i.e. Gurgaon, Noida, Faridabad, Ghaziabad, Sonepat, Thane, Navi Mumbai, Kalyan, Mira Bhayander etc. The scheme may be extended to all towns having population of about 10 lakhs shortly.

5) How do I become a Preferred Time Customer?

You need to register to become a preferred time customer. You can register through any one of the following two separate routes:

You can submit a registration in the stipulated format/plain paper.

You may register on www.indane.co.in

6) Do I need to mention my preferred day and time every time I book for a refill?

Once you register as a preferred time customer for a specific day and time you need not mention the day and time at the time of refill booking. The system provided with the distributors will automatically identify your status.

7) Do I have an option to avail cylinder on any day-any time after registration?

No. Once you are a Preferred Time Customer, you will receive cylinders only on the time/day /day and time you have already chosen.

8) Can I withdraw myself from availing this facility after registration?

You can de-register through submission of an application physically to distributor or through web site.

9) What is the validity period of my registration ?

Registration is one time. But you can change your day and time of choice after a period of six months. When you change or register, the acceptance of same in the system may take a maximum of 48 hours.

10) What are my obligations as a customer when I register as Preferred Time Customer?

Once you register and become a preferred time customer you or your representative shall be available at home for receiving the cylinder delivered on the day and time chosen by you (Say Sunday 9th June). You will not be delivered with the cylinder on any other day and time. In case you are not available on the preferred day and time(Sunday, 9th June), distributor will deliver it only on the next week same day and time(Sunday,16th June). If on the second time you fail to receive, your status of preferred time customer will be withdrawn for next six months and your refill booking will be cancelled. Discretion to restart the facility within six months will lie with the distributor for which you need to contact him/her.

11) Is the delivery possible on Preferred Date?

This facility is only for preferred day and no specific booking is possible as of now for preferred Date.

12) In case I am available at home and distributor fails to deliver. When do I get the cylinder?

In case the distributor fails to deliver due to reasons solely attributable to him, he will call you and deliver it to you subsequently on any day by giving a rebate of Rs 20.

13) Can I register my option for Preferred time through IVRS/SMS?

No. Presently you cannot opt for preferred time through IVRS/SMS. However in case you are registered as a preferred time customer even if you book you refill through IVRS/SMS you will receive delivery on the day and time chosen by you.

14) How do I give feedback on the preferred time service

You can contact Sales Officer or the customer service cell( Details are provided in showroom of the distributor ) of the Oil Marketing Company or dial 18002333555 or 155233 to provide a feedback/complaint on Preferred time or any other service offered by the distributor.

15) How do I transfer my Connection to My son?

Transfer of connection to family member is now permitted. In case the transferee in your family is not having a LPG connection you may please provide a request to your distributor with the following: